ROLE PURPOSE:
To manage the VIP & customer care unit and grow customer satisfaction by resolving initial cases and complaints from members (including VIPs) and regulators, ensuring required follow up and effective team monitoring & control to maintain and enhance customer relationships and meet operational objectives.
KEY ACCOUNTABILITIES:
1. Execution of customer service department unit operations
• Ensures reports & dashboards are prepared for the unit to manage unit daily performance.
• Analyse customer complaint trends and behavior to collect key information to aid resolution of complaints.
• Implement & monitor customer service unit plan to handle customer complaints and cases.
• Build a strong relationship with the regulator and prioritize regulator issues to support smooth communication and issue resolution.
2. Manage daily unit activities
• Analyze relevant data to determine case and complaint trends.
• Identify VIP touch points, and ensure that they get the best possible services from Bupa Arabia.
• Ensure the necessary resources and tools are available for quality customer service delivery, plan & prepare the schedule to manage workload and cover work shifts.
• Provide on going coaching and support to the team to resolve cases and complaints.
• Ensure proper case and complaint closure according to agreed unit KPIs and to meet customer service targets.
3. Complaints & case management
• Manage complaints received through different channels including: fax, web, phone, social media and emails. Keep track of all received customer complaint and send regular updates to management on frequency and resolution.
• Escalate serious cases and complaints to the Customer Service Manager.
4. Efficiency and cost management
• Carry out on going process improvement activities to reduce costs and increase efficiency.
• Manage, control and keep track of all exceptional approvals.
5. People and capability building
• Provide regular feedback, coaching and development.
• Evaluate and manager the performance of the staff.
• Identify and address staff training and coaching needs.
Job Details
| Date Posted: | 2015-04-06 |
| Job Location: | Jeddah , Saudi Arabia |
| Job Role: | Other |
| Company Industry: | Healthcare, other |
Preferred Candidate
| Career Level: | Management |
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